Heeding the wisdom of swarms

Legal knowledge management is a tried and tested method that helps law firms win and keep business. It’s no wonder that the field has seen wide adoption in the last 15 years – but more important than finding the right document is finding the right colleague and tapping into their expertise. This has been particularly important as firms have been forced to pivot to digital technologies since the pandemic: the ability to collaborate and connect with colleagues and clients remotely – on a global scale – is a must-have.

In the legal sector, knowledge management isn’t limited to documents and their use – owing to the event-specific nature of documents, the need to identify and contact professional support lawyers (PSLs) also falls under the knowledge management umbrella. Finding the right PSL and fitting into their schedule, however, can be a game of ‘you know when you know’.

Experts in their respective fields, PSLs are outnumbered by the lawyers they serve – and the demands are incessant. According to Ron Friedmann, legal adviser and now Gartner analyst, the typical PSL works fixed hours (some part-time), are paid less than fee-earning lawyers, and report to local partners and central resources.

Helping lawyers find the right PSL is a confounding problem. But AI in your knowledge management stack can help – and it can go way beyond helping firms find the right experts.

Context (not) captured

As in many sectors, legal often has its share of knowledge hoarders. When employees are rewarded for how much tacit expertise they stockpile, rather than contribute, the organisation suffers.

And the problem is bigger than you think – in Coveo’s 2022 Workplace Relevance Report, 81% of respondents said they were unable to find information in critical moments. Another 27% said the issue recurs weekly.

Firms are constantly looking for ways to avoid reinventing the wheel, and not just with knowledge in the form of content. From billing information to margin data and internal metric tools, it’s easy enough to know where to look when you know. But what if you don’t? Strong, operationalised knowledge management processes are crucial to ensuring that much-needed information is accessible – all before even considering if it’s easily findable.

In Coveo’s 2022 Workplace Relevance Report, 81% of respondents said they were unable to find information in critical moments. Another 27% said the issue recurs weekly

Of course, excelling in knowledge management is often a bigger hurdle than simply applying a technology solution – it requires a cultural mindset shift. However, technology can certainly help. A unified, single-point-of-entry supported by an AI-powered search platform expands firms’ abilities and breaks down information silos. Such a platform can centralise documents, email, time entries, matter intake databases and CRMs, creating a unified portal that’s layered with AI to return relevant information curated for the user. The biggest obstacle? Ensuring the platform is connected to all pertinent repositories, even ones that fall outside traditional processes and procedures.

And then there’s capturing knowledge as it’s developed. Modern AI platforms can connect with popular collaboration platforms to foster crowdsourced problem-solving – AKA ‘swarming’.

Swarming over strategic challenges

Traditionally, firms have been organised around the individual. Siloed teams and competitive partners spar for matters, clients and resources. Ultimately, this leads to under-utilisation of assets and fee earners, negatively affecting the firm’s bottom line.

This approach also under-utilises a firm’s intellectual and creative capital. As our world grows increasingly interconnected and technological innovation disrupts established norms, the clients of law firms will face complex challenges that go beyond one small area of the law.

Solving these multidisciplinary issues will require breaking down the aforementioned silos and tapping into a firm’s collective intelligence, experience and creativity. This can be referred to, in a term coined by the Consortium for Service Innovation, as the ‘intelligent swarming’ methodology.

As our world grows increasingly interconnected and technological innovation disrupts established norms, the clients of law firms will face complex challenges that go beyond one small area of the law

Underpinning this methodology with the right processes and technology is paramount to successful application. Modern AI-powered search platforms have machine learning models built into them that can identify relevant PSLs. These platforms also connect into popular instant messaging platforms, providing a streamlined swarming channel. Individuals are thus empowered to locate, contact and swarm with those best suited to help resolve the matter at hand. Upon completion, the AI algorithm can index that swarm and the knowledge captured can be surfaced later for relevant future matters.

Better knowledge management for better client relationships

Organisations across many industries are facing an increasing number of challenges. From geopolitical tensions and supply chain disruptions to rising costs and increasingly hesitant consumers, firms must tap skills and creativity that go far beyond any individual.

By breaking out of traditional structures, firms can adopt flexible methodologies that enable them to do much more than they were able to yesterday. And working together can help them do more than they could have thought possible – as the saying goes, “if you want to go fast, go alone; if you want to go far, go together.”

To find out more, visit: coveo.com